Improving User Experience and Conversion for Garuda Indonesia’s Digital Platform

Challenge: Garuda Indonesia faced the challenge of enhancing their digital platform to create a more personalized and seamless experience for their customers. The existing system required improvements in user engagement and conversion rates across all devices.

Solution: We redesigned Garuda Indonesia’s digital experience by focusing on the end-to-end customer journey, from the dreaming stage to booking and post-flight services. By implementing a user-centered design approach, we improved the user interface, optimized the booking process, and introduced personalized content across all digital touchpoints.

Outcome: The new digital platform resulted in significant improvements in conversion rates across all devices, with a 5% increase on tablets, 4% on desktops, and 3% on mobile devices. Additionally, the overall session-to-booking rate increased by 60%, demonstrating the effectiveness of the enhanced user experience.